Faulty sky puck

[Rachel464]

• My sky puck keeps crashing and saying no Internet connection when I do its happening on the one down stairs and the one in my bedroom. This is extremely frustrating as never had an issue when we had sky Q. Im also disabled so spend a LOTof time in bed due to pain , its even more frustrating when the husband is working as i can't get to try and reset it. Feeling a bit disappointed with the service im receiving as been a loyal customer for over 15 years with you.

[Stephen+Mourton · Accepted solution]

@Rachel464   Hello Rachel, I am sorry to hear of your situation.  The likelihood of a faulty puck, while not impossible is unlikely.  Usually the problems you are experiencing are due to your setup.  Firstly and foremost either yourself or your husband need to check your internet speed, and then let us know.  The puck is quite fussy how it is positioned, ideally it needs to be stood on its own not touching anything and at least 6 inches free around it, and as far away from other electrical equipment as possible.  Once you have experimented you will hopefully fine it works much better.  I hope so.  

[Dazzasky]

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@Rachel464 wrote:

• My sky puck keeps crashing and saying no Internet connection when I do its happening on the one down stairs and the one in my bedroom. This is extremely frustrating as never had an issue when we had sky Q. Im also disabled so spend a LOTof time in bed due to pain , its even more frustrating when the husband is working as i can't get to try and reset it. Feeling a bit disappointed with the service im receiving as been a loyal customer for over 15 years with you.

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What internet speed do you get coming into the property? Ideally you need a broadband speed of at least 80mbps. The pucks are quite bandwidth hungry @Rachel464